Client Success Specialist

About Symcor

Symcor enables secure data exchanges and supporting business processes, to help clients succeed in an evolving digital world. Trusted by Canada's largest institutions for over 25 years to support their digital transformations, Symcor aligns industry participants to solve common challenges in the most effective and efficient way. Our goal is for every employee to feel valued and accepted as part of the team and connected to Symcor and our values, fostering a sense of belonging. Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process.  If you need accommodation for the interview process, just let us know! 
#youbelonghere

For more information, visit www.symcor.ca

The Opportunity:

As a Client Success Specialist at Symcor, you'll be a key partner in fostering strong client relationships and driving business growth. Working in partnership with the Client Success Manager, you will act as the main point of contact for client inquiries and service challenges, you'll ensure exceptional client experiences by resolving issues swiftly and identifying opportunities for improvement. You'll analyze trends, gather feedback, and collaborate with internal teams to streamline processes, enhance service delivery, and contribute to meaningful business outcomes. This role offers a dynamic opportunity to shape client success while working closely with senior leadership and making a tangible impact.

This is a hybrid role providing a balance between remote flexibility and in-person collaboration.

About The Role:

• Serve as the primary contact for resolving client inquiries, billing issues, and escalations.
• Ensure issues are resolved promptly to enhance client experience.
• Generate leads for new business growth and revenue at Symcor.
• Identify trends and gaps in processes, reporting, and customer pain points; make recommendations.
• Collaborate with internal stakeholders to streamline and automate processes.
• Analyze client trends and lead meetings to present cost-saving recommendations.
• Plan and implement service improvements to enhance client experience.
• Prepare estimates and cost/benefit analyses for proposed changes.
• Communicate status updates to internal and external stakeholders.
• Gather client feedback through one-on-one and group interactions.
• Evaluate feedback effectiveness to meet or exceed CSAT goals and provide regular updates to senior leadership.
• Produce various reports and documentation, ensuring accuracy and timely updates for key stakeholders.

What You Need to Succeed:

Education:

• College or University degree or equivalent work experience.

Experience:

• 6-9 Year in Customer Service or Client Relations.
• Good understanding of ECM process and procedures, customer service, analytics, problem solving, collaboration, time management.

• Account Management experience is an asset.
• Relationship Management experience is an asset.

Skill requirements:

• Expert Communication skills both spoken and written.
• In depth knowledge of all Symcor services.
• Proven track record as a Customer Satisfaction advocate.
• Bilingual (French / English) an asset.
• Business acumen.
• Leadership, listening and problem-solving skills.
• Knowledge of Symcor’s Enterprise Incident and Problem Management procedures.
• Knowledge of Symcor’s Change Management Process.
• Excellent knowledge of Microsoft Office applications

What’s In It For You
 

At Symcor, we define our success by what we help others achieve. We were created to support our clients and, through our products, services, and solutions, protect and strengthen their brands. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program that includes a competitive compensation package, flexible benefits and time away options, retirement and savings plans and a commitment to your overall health and well-being through our myWell-being program.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Opportunities to do challenging work and progressively take on greater accountabilities for growth.
• We foster an inclusive atmosphere of One Symcor with our philosophy of +1 Unique You®, we harness each employee’s uniqueness, different skills, backgrounds, and perspectives to contribute to mutual success. It is the diversity of our people and the inclusive environment that has been and will always be key to Symcor’s success.

Symcor is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates.